FYI from MCI Jan/Feb Edition 2016

FROM

FYI

January /February 2016

MCI, NEW FLYER DEAL CLOSES

DRIVING CUSTOMER CARE

GETTING DOWN

The number 1 builder of motorcoach and the number 1 builder of transit come together.

MCI starts new year with a new more nimble and responsive philosophy. Customers respond.

Diving deep into Setra front-axle kneeling. What you need to know for service.

FROM

FYI

WELCOME TO THE NEXT GENERATION OF KEEPING YOU IN THE LOOP.

Welcome to FYI from MCI, MCI’s new eZine. We’ve combined our newsletters and publications into a single bimonthly format to bring you more in-depth news and information about our MCI and Setra products and services. As always, we welcome your feedback. If you have comments or want to share a picture or tip, email us at fyi@mcicoach.com.

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Leading the industry starts with a winning team.

Parts World-class fill rates and inventory for all makes and models

Support 24/7 via in-house ERSA, Technical Call Center and extensive field support

Training Online LMS, LEARN webinars and Technical Tune-ups

F

Manufacturing Quality-at-the-source transformation

Performance Lowest total operating cost, maximum uptime

rom head-turning good looks to the market’s

from our team to troubleshoot your problem, get you

lowest cost of ownership, and safety technologies

your part, and get you on your way, thanks to second-

like adaptive cruise control and optional collision

to-none service and support. It’s what MCI has been

mitigation, our coaches lead the industry not just in

doing better than anyone for more than 80 years. And

sales, but in features, amenities and value. Plus, we

it’s what we’re still doing better today. See what an MCI

offer the assurance that there will always be someone

J4500, MCI D-Series, or Setra coach can do for you.

Discover what it means to be Reliability Driven.

©2016 MCI

To learn more about the MCI J4500’s lowest total cost of operation advantage, scan here.

mcicoach.com

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CONTENTS JANUARY/FEBURARY 2016

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Driving Customer Care...Forward.

Meet Paul Soubry CEO

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New Online Access For Everyone

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MCI & Setra Celebrate 3rd Aniversary

Setra Kneeling Axle What You Need To Know.

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www.busridemaintenance.com

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New & Improved MCI J4500

Parts Management Feature

DRIVING CUSTOMER CARE

MCI STARTS YEAR MORE NIMBLE, RESPONSIVE

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"We’ve looked at all of the places where our organization touches customers after the sale. We’re doing more to make sure that our customers are supported every step of the ownership experience.”

MCI has long been known for its attentive, proactive after-the-sale service network. And for 2016, the company is expanding on that.

“We’ve looked at all of the places where our organization touches customers after the sale,” says Wolfgang Winzer, Vice President of Aftermarket. “Whether it’s offering free parts shipping, bringing ERSA back in house, expanding our field support, streamlining the warranty process or improving the availability of parts, service and training, we’re doing more to make sure that our customers are supported every step of the ownership experience.”

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The improvements follow a customer satisfaction survey conducted last year. “We learned that MCI was doing many things right,” says Winzer. “But we also found some places we could improve, and that’s what we’ve started working on and will continue in 2016.”

Winzer says he was particularly gratified that so many customers answered the survey. “The high response rate tells us that our customers are engaged and want to help us get better.”

Parts One of the biggest changes MCI customers will see in 2016 is free standard ground shipping on parts for orders of all sizes. Another big part of MCI’s parts push is getting inventory closer to operators. Augmenting MCI’s main parts warehouse in Louisville, which houses some $23 million in inventory, MCI has been pushing to move parts through its satellite warehouses in East Brunswick, New Jersey, and Los Alamitos, California.

Winzer says MCI is similarly moving inventory to its Dallas Sales and Service Center and is planning to do the same in Montreal.

“These both are locations where it’s traditionally taken three days to ship parts from Louisville. Customers near these facilities will now benefit by having parts at their doorstep. They’ll be able to pick up their orders, or they’ll be able to get things shipped in a day instead of three.”

crunching other data too, working to make parts pricing more competitive and inventory levels more accurate across the board.

Body panels have most recently gotten the PLM treatment.

Winzer says that the department will continue to analyze local coach populations and crossreference those with maintenance schedules and lifecycle calculations to make sure that inventory levels are optimal.

Also later in the year, MCI will debut a new online parts store that should yield improved order tracking, status updates and other interface improvement. “It may not quite be Amazon, but we want to make it as close to that kind of experience as possible,” says Winzer. “It’s going to be state-of-the-art.”

MCI’s product lifecycle managers have been

Many customers are already familiar with MCI’s Coach

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MCI has resumed in-house management of its Emergency Roadside Assistance service. Offered to all customers, ERSA handles calls for all makes and models of coach, with no charge for support.

Critical parts program, which promises nextbusiness-day shipping of critical parts to coach-down customers. For 2016, MCI is boosting its always-in-stock parts list from just under 2,000 to 6,000.

Technical Support MCI and Setra operators rely on their Technical Solutions Managers to sort out tough issues in the field. And in 2016, MCI will gain five additional TSMs to ensure that all customers are served quickly. “We’re in the process of retooling and expanding our field support,” says Steve Batho, Vice President, Technical Support. “We’re training new TSMs now, and they’ll be strategically located, both to offer more complete coverage, and also to have more backup so that everyone’s problems get solved quickly.”

At the same time, some TSMs will join a team that specializes in root-cause analyses. “It’s part of our restructuring of the issue resolution process,” says

Batho. “We can rapidly deploy smart people to solve problems. We also have more interaction between technical and engineering staff, which will ultimately help us make our coaches even more reliable as they roll off the line.”

Says Winzer, “Sometimes we call our TSMs ‘flying doctors.’ Training them to find out why a coach is having an issue, and relaying that information to our engineering team, will allow us to make just-intime improvements on the production line.”

In-house ERSA MCI has resumed inhouse management of its Emergency Roadside Assistance service. Offered to all customers, ERSA handles calls for all makes and models of coach, with no charge for telephone support (fees for service still apply).

Warranty improvements MCI is augmenting its

A checklist of service and support enhancements R 1.Free Shipping, no minimums R 2.More coach critical parts from 1,500 to over 5,000 R 3. More local stocking centers R 4. Faster warranty processing R 5. More training on or LMS system R 6. MCI companion app R 7. Increases technical service coverage R 8. 24/7 ERSA Free - All makes, all models, all the time (show #) Phone # for ERSA is 800-241-2947 7

industry-leading warranties with some additional services that will set the standard for customer responsiveness.

For starters, MCI has aligned our warranty team under the Technical Support umbrella.

The group's goals in 2016 are simple, provide better customer service, enable coach uptime, and pay claims faster. This will be accomplished by regional warranty specialists that report to Kirk Galloway, Director of Product Reliability.

“We’re working with customers to help expedite parts and service, and to get money back into operators’ pockets quickly.” says Batho.

“We want the warranty process to be as quick and seamless as possible.”

Service Centers MCI has been working to make its service centers more responsive. According to Winzer, the company has spent the last several months training customer-

facing personnel, and it has also been completing implementation of its Quality at Source initiative, which is the Toyota-based process that has been transforming MCI’s production line. In both factory and servicecenter settings, QAS enables workers to do their best work, better meeting deadlines and stringent quality standards.

service centers now have such capabilities, most notably MCI’s Des Plaines, Illinois, shop, and it’s Miller’s job to keep repairs rolling and customers informed.

Each of MCI's six service centers is now a Cummins Authorized Repair facility.

Additionally, MCI’s service centers have been focused on delivering upon the ReliaDrive guarantee, which promises MCI and Setra owners sameday diagnoses, accurate estimates, repairs that are done right the first time, and a six-month parts and labor warranty.

Training Operators, technicians and drivers are beginning to discover the great wealth of MCI’s online, anytime Learning Management System. LMS includes a growing library of more than 315 courses devoted to all major coach components and systems. MCI can also set up operators with their own formal training programs, complete with knowledge reviews, testing, tracking and certification.

Heavy-duty repair expert Ron Miller is now in charge of coordinating collision, refurbishment and heavy repairs throughout the U.S. and Canada. More MCI

MCI is making additional facility-improvement plans and soon expects to make significant investments in its Los Alamitos Sales and Service Center.

For MCI and Setra owners who seek hands-on training, there are more regionally based sessions. And there

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are improvements for those who can travel to MCI’s Louisville National Training Center. Upgrades include a brand-new indoor shop area that allows Tech Tune-up students to do more handson work in all weather.

Participants will also see more of trainers Terry Bowersox, Scott Crawford, Jeff Elliott, Jim Gabor and William "Gator" Pryne.

Looking to customers Ultimately, says Winzer, it’s about paying attention and making things better for customers.

“MCI listens to its customers,” says Winzer.

“Whether a customer runs one coach or 1,000, whether they’re ordering parts, seeking support or getting a repair, we want to be their best partner.” 

䤀琀ᤠ猀 栀攀爀攀⸀

吀栀攀 䴀䌀䤀글 䌀漀洀瀀愀渀椀漀渀 愀瀀瀀

䘀攀愀琀甀爀攀猀 椀渀挀氀甀搀攀㨀 䔀愀猀礀 愀挀挀攀猀猀 琀漀 䴀䌀䤀 愀渀搀 匀攀琀爀愀 猀甀瀀瀀漀爀琀 䴀漀戀椀氀攀 愀挀挀攀猀猀 琀漀 瀀甀戀氀椀挀愀琀椀漀渀猀 䜀攀琀 爀漀甀琀攀猀 琀漀 渀攀愀爀攀猀琀 䴀䌀䤀 氀漀挀愀琀椀漀渀 倀愀爀琀猀 瀀爀漀洀漀琀椀漀渀猀 伀渀攀 琀漀甀挀栀 䴀䌀䤀 猀甀瀀瀀漀爀琀 挀愀氀氀椀渀最 唀瀀挀漀洀椀渀最 攀瘀攀渀琀猀 䄀渀搀 洀甀挀栀 洀漀爀攀℀

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I N C A S E YO U M I S S E

NEW FLYER-MCI SALE CLOSES; DAIMLER SELLS ITS STAKE Reprinted with permission from Bus & Motorcoach News January 15, 2016

WINNIPEG, Manitoba — New Flyer Industries Inc. has completed its $480 million acquisition of Motor Coach Industries, the company announced late last month.

At the same time, the company said that Paul Soubry, New Flyer’s president and CEO, also was named president and CEO of MCI and its subsidiaries.

He replaced Rick Heller, who stepped down after five years as CEO of MCI. New Flyer announced in the fall that it had agreed to purchase MCI from KPS Capital Partners LP in a deal valued at $480 million. That included $455 million in cash and the assumption of $25 million in liabilities. (See Dec. 15, 2015, Bus & Motorcoach News.)

The deal combines MCI’s position as the No. 1 maker of motorcoaches with New Flyer’s position as the No. 1 manufacturer of heavy-duty transit buses. New Flyer is based in Winnipeg and MCI in Des Plaines, Ill. Meanwhile, Daimler AG confirmed that it sold its minority stake in MCI to New Flyer on the same day the purchase closed. KPS, a New York-based private equity fund that purchased MCI in 2010, had owned 90 percent of MCI and Daimler had owned 10 percent.

MCI has been the exclusive distributor of Daimler’s Setra S417 and S407 motor coaches, which won’t change.

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E D I T. A S S E E N I N T H E JA N UARY 1 5 , 2 0 1 6 I S S U E O F B U S & M OTO R COAC H N E WS

The deal combines MCI’s position as the No. 1 maker of motorcoaches with New Flyer’s position as the No. 1 manufacturer of heavy-duty transit buses.

“The existing distributor rights agreement for Setra motor coaches and other strategic partnership agreements will remain in place,” Daimler said in a statement emailed to Bus & Motorcoach News.

“Daimler is very pleased with the turnaround MCI accomplished under the leadership of Richard Heller, MCI’s chief executive officer,” the company said.

“Daimler is looking forward to continuing to work with MCI, now part of the New Flyer group, as our exclusive distribution partner for Setra luxury motor coaches in the United States and Canada.”

Heller, who said when the sale was announced that he would not remain with MCI after the deal closed, told Bus & Motorcoach News in an interview leading up to the acquisition that Daimler supported the deal with New Flyer.

“It was very important to New Flyer that we maintain our relationship with Daimler and, in fact, Daimler was very enthusiastic about maintaining the relationship with MCI going forward under New Flyer,” Heller said at the time.

New Flyer said that concurrent with the acquisition, the company amended and 11

extended its senior secured credit facility to Dec. 18, 2019, while increasing the total amount of the facilities to $825 million.

The borrowing limits of the revolving facility have been increased to $343 million from $115 million and the term facility has been increased to $482 million from $142 million.

As previously announced, the New Flyer board of directors approved a 12.9 percent increase in the annual dividend rate from $0.62 Canadian to $0.70 per common share and revised its policy to pay dividends on a quarterly basis. 

PAUL SOUBRY

Expanding his role as the President and CEO of New Flyer and now, MCI, Paul Soubry sent a letter to MCI and Setra customers when New Flyer Industries completed its acquisition of MCI on December 18, 2015.

The letter is republished here: Following the announcement on November 10, 2015 that New Flyer Industries (NFI) would acquire Motor Coach Industries (MCI), you will have seen various press releases and news stories. Well today I'm thrilled to advise that all necessary approvals have been received and our transaction is officially closed. Together we are now a family of nearly 4,800 team members supporting customers operating over 42,000 transit buses and 28,000 motor coaches on the road every single day in Canada and the US. I will try to meet as many MCI customers as soon as possible, but for now please accept this letter as an introduction to New Flyer and an update on our combined company.

Who is New Flyer?

Founded in Winnipeg, Manitoba some 85 years ago, NFI is the North American market leader in transit bus manufacturing and parts distribution. We deliver approximately 2,500 buses each year ranging from heavy duty transit

(Xcelsior速) to our medium duty shuttle (MiDi速) buses.

NFI is a public company traded on the Toronto Stock Exchange (TSX) under 'NFI' for our Common Share and 'NFI.DB.U' for our Convertible Debentures. Our single largest shareholder (19.99% ownership) is Marcopolo S.A. one of the world's largest bus and coach body builders. Headquartered in Brazil, Marcopolo makes nearly 35,000 vehicles per year from facilities and joint ventures around the world.

What's our Vision?

We want to be one of the world's leading Bus and Coach Companies. In order to reach this goal we strongly believe that we must invest in innovation, be the market technology leader and excel at quality and customer service. We are committed to providing a great place to work and making our company an employer of choice.

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What's our Mission?

To provide our operators with the best value and support for the life of their vehicles. We are committed to striking a balance for Employees (fair pay/benefits, safe, trained, and engaged), for Customers (best value, highest quality, and great service) and Shareholders (an appropriate and consistent return over the long term).

What does this acquisition mean for MCI? I understand this transaction may introduce uncertainty for some, after all MCI has been through several ownership changes over the years. From our perspective, we're thrilled about this business combination and truly feel it creates tremendous stability and opportunity.

I can tell you categorically that we have no intention of eliminating the MCI nor Setra brands, but rather want to build on what MCI stands for and has accomplished.

We too are a bus manufacturer, and as we see it NFI is the natural partner for MCI. We're like minded and also believe in quality, technology, training, parts, and service. We understand what it is like to design, build, deliver and support heavy duty commercial vehicles to customers that operate for years in demanding environments. After all it's our name (and our reputation) on the front of those buses and coaches in service with you every day.

NFI purchased MCI to continue the success they have earned. Further, we're encouraged

to see the significant effort at MCI to pursue product improvements and cost reductions that enhance quality and competitiveness and we want invest to help make it happen. NFI is doing exactly the same thing and has access to additional capital which creates exciting opportunities for our future.

What's similar at NFI and MCI? • Both have great history with NFI founded in 1930 and MCI in 1933. Both have team members and facilities in Canada and the US. Both design and build world class vehicles and have the leading OEM and Aftermarket market shares in our respective markets. We don't compete, we complement each other.

• Both lead our markets with conventional and alternative propulsion approaches. NFI builds buses powered by clean diesel, natural gas, electric-hybrid, electric-trolley, and now batteryelectric. MCI builds coaches powered by clean diesel and natural gas.

• Both NFI and MCI are actively engaged in our associations and communities.

• Both have "rely" in our tag lines (NFI: "Built to Rely On" and MCI: "Reliability Driven").

• I want you to rely on me, and me on you.

Our team members and families rely on our company to be around for the future.

• Our OEM team relies on our Aftermarket team 14

to support customers. The Aftermarket team relies on the OEM team to design and build great products.

• Our customers rely on our buses, coaches and our support.

the cultures of NFI and MCI by learning the similarities and differences, and then meshing them together. Culture isn't what we say it is, it's about what we actually do.

I believe that people become a product of their environment and I want to provide the best possible environment for success. I want our team to come to NFI or MCI because they want to, not because they have to. I also want to demonstrate to MCI customers that this combination eliminates uncertainty and anxiety about the future value or support for your coaches. We're not going to sit back and let the future happen, we're going to make it happen!

• And, our shareholders rely on us to deliver a return on their investment.

What's different between NFI and MCI? • NFI serves effectively public customers only.

MCI has 30% public and 70% private customers.

• NFI builds low floor buses that primarily serve short routes and with frequent stops. MCI builds high floor coaches that typically serve longer distances with less stops.

• NFI sells only new buses. MCI sells new and pre-owned coaches. NFI sells parts and a limited amount of service (really just overhauls). MCI sells parts and service.

NFI has completed acquisitions before (acquired TCB in 2010, Orion Parts and NABI in 2013), granted not the scale of MCI. While previous acquisitions added to our vertical integration and scale, MCI adds scope to the business including a significant presence in the private and pre­owned markets.

Many have already asked: Will there be changes?

For sure, but NFI did not acquire MCI to shut it down or send everyone home. We will make decisions (some popular and some not so much) that we believe are focused on the long term health of our combined company. Together we will develop a long term plan for the combined business that enhances our products, services and overall competitiveness.

For background and a few more comparisons I have attached a simple matrix for you to review.

What about the people?

As you would expect following private equity ownership and after five years at the helm of MCI, President and CEO Rick Heller is moving on at change of control. I sincerely thank Rick for his vision, leadership and service to the employees, customers, shareholders of MCI. All other MCI executives, directors, managers and team members remain in place.

I am proud to become the President and CEO of the combined NFI and MCI. It's a big job and I take the responsibility entrusted to me very seriously. I live in Winnipeg and have worked at New Flyer for seven years now.

Previously, I worked at Standard Aero for 24 years (one of the world's largest independent Aviation Repair and Overhaul companies also headquartered in Winnipeg) and have done business in over 75 countries. I have a strong commitment to LEAN business operations and I'm passionate about service.

What's next?

I can ask you to trust me, but I'd rather earn your trust and confidence. Iwant to focus on 15

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So, it's game on!

As we're now larger (now a combined annual revenue of approximately $2.38 US), we want to think big, but act small. I'm committed to develop a constant dissatisfaction with the status quo and avoid politics and bureaucracy at all costs. At the end of the day, customer responsiveness and common sense must prevail. You expect no less and quite frankly you deserve it.

Thank you for your business to date with MCI and I look forward to earning your future business with the rest of the MCI team.

I'm excited to meet you early in the New Year.

Happy Holidays and Best Wishes for a peaceful holiday season and prosperous 2016. Sincerely, Paul Soubry President and Chief Executive Officer

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M A I N T E N A N C E M AT T E R S

GETTING DOWN

DIVING DEEP INTO SETRA FRONT-AXLE KNEELING Kneeling a coach comes in handy when boarding passengers. But how many of us really know how it works? In Setra coaches, the kneeling feature can rapidly raise or lower the coach body above the front axle (process duration is approximately 5 seconds).

Front-axle kneeling is available only when the ignition switch is on and the parking brake is engaged.

Standard Ride Height: During operation at normal ride height, the passage controlled by the solenoid valve (21Y22) is open.

Have additional questions? Call the MCI Technical Support Group at 1-800-241-2947.

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During operation at normal ride height, the passage controlled by the solenoid valve (21Y22) is open.

There is no air flow through the solenoid valves (21Y20) and (21Y21) in this mode.

Control of the coach body's height at the front axle is purely pneumatic, and is controlled by the air suspension valve (6.1).

Lowering the coach body at the front axle (kneel): Control of the coach body's height at the front axle is purely pneumatic, and is controlled by the air suspension valve.

Pressing the bottom of the switch on the instrument panel shifts the solenoid valve (21Y22) to its closed position to block the flow of compressed air to the air suspension valve (6.1) from the system.

The 2/2 solenoid valves (21Y21) remain open for as long as the operator continues to press the switch; this allows air to escape from the front suspension bellows (8.1), lowering the body at the front axle.

The 2/2 solenoid valves (21Y21) close the circuits again as soon as the switch is released. The solenoid valve (21Y22) remains closed. In this state the system maintains the coach body at the height selected by the operator.

Raising the coach body to its standard ride height (recover): The solenoid valves (21Y20) simultaneously open the supply passages to provide a direct flow of system pressure to the suspension bellows.

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To bring the coach back to its standard ride height, the operator presses the top of the switch in the instrument panel, causing the solenoid valve (21Y22) to open the air passage and restore the supply of system pressure to the air suspension valve (6.1).

The solenoid valves (21Y20) simultaneously open the supply passages to provide a direct flow of system pressure to the suspension bellows (8.1).

When the switch is released the system continues to supply compressed air to the suspension bellows until the proximity switch, 21B01, (mounted on the air suspension valve's linkage rod) is activated.

The solenoid valves (21Y20) then shift their position to block the air passages.

Flip-Down panel located on the ceiling of the spare tire compartment: the location of the various solenoid valves associated with the kneeling feature.

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Located on the Front Axle leveling valve: location of the proximity switch (21B01) on the front axle leveling valve.

The figure to the left shows the location of the various solenoid valves associated with the kneeling feature.

The figure above shows the location of the proximity switch (21B01) on the front axle leveling valve.

Adjustment to the proximity switch must be made at normal ride height with the accessory system aired up. The flag should be centered on the proximity switch, and the air gap should be 0.157 inches (4mm).

Have additional questions? Call the MCI Technical Support Group at 1-800-241-2947. 

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I N C A S E YO U

National Bus Trader The Magazine of Bus Equipment for the United States and Canada Volume XXXVIII, No. 12

November, 2015

Serving the bus industry since 1977.

Visit us at www.busmag.com.

Reprinted with permission of National Bus Trader Magazine.

• Improvements on the Versatile MCI J4500 for 2016 • Peoria Charter Coach Celebrates 75 years • Restored Warren Bisbee Yellow Coach 22

M I S S E D I T . A S S E E N I N T H E N O V E M B E R , 2 0 1 5 I S S U E O F N AT I O N A L B U S T R A D E R

P

erhaps expectedly, MCI has recently unveiled its list of improvements on their popular and versatile J4500 model for 2016. While the improvements are noteworthy in themselves, this does bring up the subject that the J4500 is increasingly being used in all types of service. Your editor may have to eat his words regarding a statement made several years ago regarding coach models being used in universal applications.

Improvements on the Versatile MCI J4500 for 2016

Looking Back All of this starts back in 1982 with deregulation followed by the introduction of European-styled coaches in late 1984 that offered a different design and more passenger features geared towards the tour and higher charter markets. This caused a major shift in the motorcoach industry where operators began using one type of bus for heavy-duty scheduled service and another type of bus for tours and high quality charters.

At MCI this initially evolved into the “A” and “B” models for bread-and-butter operations and the new smooth-side “C” model for higher quality service. I remember suggesting that the venerable MC-9 may well be the last model comfortable serving both of these markets. However, as the J4500 evolved in technology, amenities and popularity, it has also increased substantially in versatility. Today the J4500 is equally comfortable running heavy-duty scheduled service for a number of leading operators while also proudly serving on the best tours and charters. Its versatility has been one of the major features of the J4500.

The ongoing improvements in the J4500 date way back to 1997 when MCI put its new Renaissance® model into production.

The name was appropriate since it not only witnessed a major change in production from platform integral to Web frame integral, but it also made major steps forward in styling and design. Your editor was honored with a invitation to look at the workin-progress at Winnipeg and gave the new model high marks.

Soon known as the 102EL3, this model was renamed the E4500 at the turn of the century and became a hit with MCI operators for higher quality service. Understandably, MCI operators began to ask for a simpler coach that offered this same modern styling. As a result, the J4500 was born and introduced in early 2001. At least initially, there was a gap between the two coaches with the E4500 as the top-of-theline and the J4500 more of a bread-and-butter model.

Then, as they say, a strange thing happened that should have been expected. By 2002, the J4500 began outselling the E4500 and by 2004 it also passed the D4500 in sales 14 • National Bus Trader / November, 2015

by Larry Plachno

Photos courtesy of MCI The MCI J4500 model has been the most popular coach on the market for the past 10 years. For 2016 it offers a new round of improvements that will please coach operators and their passengers. Expect to see these new models at industry trade shows this winter.

and became the most popular coach on the market. To its credit, the J4500 has now passed the 10-year mark as number one in coach sales.

This increased popularity prompted the engineers in Winnipeg to work hard at improving the J4500. At first the J4500 received improvements and upgrades from time to time. More recently, these improvements have come on an annual basis and are a major reason why the J4500 model continues its popularity. While the earlier J4500 coaches are good, the newer ones are better.

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Hence, operators pleased with their current J4500 fleet keep lining up to place orders for new ones.

With the round of 2013 improvements, the J4500 had effectively surpassed the E4500. The wide suspension, newer design and numerous other improvements put the J4500 in the unique position of being the sequel that outpaced the original. In addition many styling cues and features available on the E were now apparent on the J including a taller profile, vertical rear features and full high/low rise from the MCI

I N C A S E YO U Dynamic suspension system. Even the MCI E4500 rear frame was carried into the New J so there really is a family lineage. Operators who wanted a coach in their fleet for higher quality service, moved from the E4500 to the J4500.

While all this was going on, the J4500 became more versatile. From the start, Peter Pan put the J4500 in service in its fleet as a heavy-duty scheduled service coach and came back for repeat orders. Several other major scheduled service operators like Indian Trails and Martz adopted the J4500 for heavy-duty scheduled service. Even more operators began using it for both regular as well as higher quality tours and charters. As a result, the J4500 has become surprisingly versatile and accepted in all kinds of service.

Recent Improvements I would be remiss if I did not give the MCI engineers a well-earned compliment for some of the recent improvements to the J4500 that truly make it a world-class coach. Noteworthy was a major redesign in 2013 that gave the model a major step forward and set the stage for its continued evolution. Not only was the J4500 sleeker looking, but it offered a smooth rear cap and improved advertising space. It also became more fuel efficient, it handled better and even provided more safety and comfort features for passengers and drivers. Durability was also critical with new energy absorbing bumpers – both look great and reduce maintenance issues from having to replace front and rear bumper outer sections. The coach featured more LED lighting as well as a brushless evaporator and condenser motors for signifi-

On the J4500 for 2016 is a new display for the Bendix Wingman system that is in an improved location and easier to read. The Bendix Wingman collision avoidance system increases safety by alerting drivers to an unsafe condition. It monitors the road ahead with a radar system and can alert the driver or take action when necessary.

cantly longer life with little maintenance.

These were major improvements for operators.

What is interesting is that while many of the previous improvements on the J4500 revolved around appearance and systems, many of the more recent advances are geared to economy, the environment and technology.

Handling has seen one improvement after another. I personally was very

impressed with the move to wide suspension that was a major advance. After that, the J4500 took another step forward with the MCI Dynamic Suspension System which adds full coach raise and lower, plus a more efficient kneeling system available through the new Bendix air system. Last year, the ZF axles with independent front suspension became another giant step forward. Now, the turning radius stands at 40 feet and 11 inches with the standard, passive rear tag axle. This

In addition to being the most popular coach on the market, the MCI J4500 has become very versatile in operator fleets.

Numerous bus operators use the J4500 in heavy-duty scheduled service. Others use this same model for high quality charter and tour service.

24 16 • National Bus Trader / November, 2015

M I S S E D I T . A S S E E N I N T H E N O V E M B E R , 2 0 1 5 I S S U E O F N AT I O N A L B U S T R A D E R makes the “J” very nimble where it counts – on city streets and in parking lots.

Last year ’s improvements also included the Bendix Wingman collision avoidance system that helps drivers avoid or reduce the severity of collisions. The Wingman system uses front-mounted radar sensors to monitor metallic objects ahead. In addition to detecting moving objects, the system can also gauge closure rates and either alert the driver or directly take action to prevent an accident. The

basic Bendix Wingman (ACB) is an adaptive cruise-control option that provides intervention when speed control is activated. The new Wingman Advanced system is the coach industry’s first always-on collision-mitigation system and acts whether the cruise control is activated or not.

In both options, Wingman will alert the driver of the hazard before dethrottling and braking. There are three types of alerts: stationary object, following distance

Recent improvements on the J4500 include these dual 150-amp Denso alternators. Other noteworthy features include a 16,000 pound payload capacity and the recently-introduced Bendix braking system that offers car-like control and excellent stopping distances.

and impact. The driver can still steer or brake as he or she sees fit. The system can be customized. Wingman also allows “rubber-banding” with forward vehicles that can help operators save fuel and brake pads.

Another area where the J4500 has made some major advances recently is in the area of fuel economy. MCI worked with engine and transmission manufacturers to come up with increased fuel economy. This included axle ratios and other improvements. When performance was measured on a test track, the results were impressive.

The J4500 also boats boasts lighter weight with its best-in-class 16,000 plus-pound payload capacity.

Other recent improvements include the attractive curb appeal as well as distinctive lighting featuring custom LED daytime running lights. Noteworthy are the new dual 150-amp Denso alternators. The new Bendix brakes on the J4500 provide car-like control and excellent stopping distances. The easier access to electronic improvements has been a great step forward.

Looking Ahead

Drivers will appreciate the improvements in the cockpit area that include more legroom. In addition, there is now another overhead vent to improve driver comfort. The J4500 has one of the most ergonomic cockpits found in any coach.

Improvements on the J4500 for 2016 include some exciting seating and fabric options including stylish new Kiel seats that offer more than an additional inch of hip to knee room along with a more modern profile. Operators are increasingly opting for MCI’s 110-volt electrical outlets and USB plugs at every seat. An updated Saucon WiFi router is another option that pleases passengers. Also available is an REI entertainment system that will please passengers when they tire of the view out of the panoramic windows.

Drivers have not been forgotten. J4500 drivers will enjoy one of the most ergonomic cockpits found in any coach.

Recent improvements include more legroom and an additional overhead vent for improved driver comfort. For 2016, the Bendix Wingman system is getting a new display that is in an improved location and is easier to read.

An interesting new option is a heavyduty package for use by operators serving mining and other rugged applications. It provides beefed-up undercarriage protection against rocks and road debris. It also has increased engine and cabin air filtration to combat the effects of silt and glacial dust.

Most importantly, dual-air filtration provides further engine protection in dusty environments

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Another new option is geared for operators who regularly face bad weather. Automatic tire chains on the J4500 eliminate the need to stop and manually chain up a coach in bad weather.

National Bus Trader / November, 2015 • 17

I N C A S E Y O U M I S S E D I T . A S S E E N I N N AT I O N A L B U S T R A D E R There are also improvements on J4500 coaches equipped with a Braun wheelchair lift. With the Amaya A-2Ten and Torino G seats, the slider seat that gives access to

wheelchair-using passengers is gaining a few inches. It will now be 40 inches wide, the same as the rest of the seats. This is a win-win situation since mobility-impaired

Popular options on the J4500 include 110-volt and USB outlets, an updated Wi-Fi system and an REI passenger entertainment system. Additional options are available for operators facing rugged applications or bad weather. It is obvious that operators are finding that the versatile and popular J4500 is comfortable running any type of service.

riders will still have easy access to the coach while able-bodied passengers will no longer get stuck with a narrower seat.

Also on the D4505 for 2016 Some of these improvements, and others, will also be available on the MCI D4505 model for 2016. Included in this list are the dual 150-amp Denso alternators, new parcel racks that expand capacity and the REI audio-visual system. “D” model coaches will also have new 90-millimeter headlights including an LED headlight option.

“We’re still enjoying the success of our 2013 J4500 redesign but were are not willing to sit still,” says Brent Maitland, MCI vice president of marketing and product planning. “Many of these latest refinements are based on customer feedback: the enhancements add to the reliability of our coaches and build on their appeal to operators and their passengers.”

In spite of the fact that the J4500 had been the leader of the pack for 10 years, it is not resting on its laurels but is moving ahead with still more features and improvements to please coach operators. Expect to see the new MCI models for 2016 at the industry trade shows this winter. ❑

From the November, 2015 Issue of

National Bus Trader 9698 W. Judson Road • Polo, Illinois 61064 Phone: (815) 946-2341 Fax: (815) 946-2347 Website: www.busmag.com 26 18 • National Bus Trader / November, 2015

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Offer isdetails. not applicable to prior sales or existing orders. Prices quoted are subject to manager customer service representative for further availability. No other discounts or promotions will apply. Prices do not include applicable taxes, shipping or handling charges, and are subject to change without further notice. Contact your MCI parts solutions manager or customer service representative for further details.

MCI Service Centers Toll Free 888-912-9983 MCI Service Centers Toll Free 888-912-9983

MCI Customer Service In the U.S. Toll Free (800) 323-1290 MCI Customer Service In the U.S. Toll Free Fax (800) 525-4569 Toll Free (800) 323-1290 Toll Free Fax (800) 525-4569

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I N C A S E YO U

BUSRIDEMAINTENANCE.COM

THE EXCLUSIVE MAINTENANCE RESOURCE FOR THE TRANSIT AND MOTORCOACH INDUSTRY

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Reprinted with permission of BUSRide MaintenanceTM Magazine

M I S S E D I T. A S S E E N I N T H E D EC E M B E R , 2 0 1 5 I S S U E O F B U S R I D E M A I N T E N A N C E .

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MCI Parts Service About MCI Parts Service World-class fill rates, extensive OEM inventory, value-priced Coach Guard® parts, valueadded kits and expert customer service: MCI Service Parts has the parts you need to make your MCI, Setra and other-maker coaches more reliable, with competitive prices and speedy delivery you can count on.

OEM coach parts MCI carries a vast catalog of new OEM parts for MCI and Setra as well as virtually all other-make coaches and transit buses, along with remanufactured parts to offer you more ways to save. In addition, we put together value-added kits and retrofit packages that can save you labor on your own shop floor.

OMNIplus OMNIplus is the global leader for OEM Setra and Daimler bus and motor coach parts, now supplying MCI Service Parts. MCI is proud to partner with OMNIplus so that you have fast, easy access to a full catalog of Setra parts and world-class logistics, assuring maximum coach uptime wherever your travels may take you.

Coach Guard® parts Our very own private label backed by MCI’s own product expertise, Coach Guard is a line of more than 800 value-priced parts offering OEM quality and performance — oftentimes featuring improvements based on customer input. The result: products that contribute to reduced maintenance hours, longer life cycles and overall savings.

Vintage Parts If you’ve got an older or out-of-production MCI or Setra coach, now it’s easier than ever to access vital parts. We’ve partnered with Vintage Parts to make sure that you can find the legacy parts you need, when you need them — just like for current-model coaches. Shop our parts catalog as usual, where VPI items will be marked, or visit Vintage Parts online or call them at (877) 846-8243, to access hard-to-find parts, same-day shipping, a 30-day nofault return policy, and more!

DELIVERING ON THE PROMISE Our inventory is kept at distribution facilities in Louisville, Kentucky, and East Brunswick, New Jersey, as well as at our Service Centers and Authorized MCI Service Providers to ensure that the parts you need arrive when you need them.

Visit www.mcicoach.com to learn more!

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I NCAS

Parts & Service

The advantages of web-based learning

By MCI Parts, Service and Support Business

Nothing matches hands-on training when it comes to enhancing technicians’ maintenance and repair skills. Online learning tools, like the new Learning Management System (LMS) by Motor Coach Industries (MCI) for example, can give technicians a comprehensive, convenient, customizable training resource they can use at any time, in their own shops.

“LMS allows operators to reduce classroom time, and gives the required flexibility for students to take the courses whenever it fits their schedules,” says Scott Crawford, MCI technical training manager and creator of the program.

The MCI LMS is comprised of more than 150 online modules, most of them under 15 minutes in length, covering virtually all systems and components found on MCI and Setra coaches.

Currently being used by more than 70 companies, the library will grow as technology advances.

Convenience It helps to break courses down into small components, so that operators can map and closely monitor the education plans of their technicians. In the MCI LMS, each module additionally includes a knowledge quiz at the end, along with the ability to generate certificates for passing. Most modules are intended for technicians, but several are designed to benefit drivers and other personnel.

“When a student is registered, the system will start a transcript to document all training that is completed – just like high school or college,” Crawford says. “There’s a date and time stamp, and each course varies in length, depending on the topic.”

The biggest advantage is convenience – technician training that’s 24 hours per day, seven days per week.

“I was looking for a system to incentivize my guys, to let them know the steps they need to climb,” says Gene Wordekemper, director of maintenance at Arrow Stage Lines. “There’s nothing better than sending technicians to Louisville for a week of hands-on MCI training, but picking which ones should go is difficult. With LMS, I can see which technicians have that cando attitude, and those are the ones you send to training because they’re engaged.”

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BUSRIDE MAINTENANCE | M C I P A R T S A N D S E R V I C E

“I know how shops can be – Mondays are really bad, or shop business is seasonal, or some other distraction,” Crawford adds.

“Taking the classes as necessary is a huge advantage.”

Tracking progress LMS include a sophisticated tracking and reporting component. Operators and their maintenance directors can create their own education plan by requiring technicians to take the courses they choose to meet company needs and goals.

“A lot of shops do training,” Crawford says. “But how good are their training records, if they even exist?”

Managers can also track technician progress, with the system keeping track of data such as whether technicians are meeting deadlines for taking courses; how many courses have been taken; test scores; how many times a technician has taken a particular test to pass; and which course completions are overdue.

Tracking technicians’ progress can be a big money-saver when it comes to compliance issues.

“Systems like this can help safety compliance for OSHArelated issues,” Crawford says. “For instance, we have a Tire Safety course for OSHA compliance. This course is required by any technician who services a tire. OSHA refers to servicing a tire as anyone who adds air to a tire or removes and tire and wheel assembly from a wheel end . Since this course is owned by the Tire Industry Association, there is a small fee of $55 per location attached to the 3 ½ hour course. Whether the location has one technician or 400 technician at the location, it is $55 a year. That’s very inexpensive considering the fines involved with OSHA violations.”

Compatibility A good LMS is designed to work in PC and Mac environments, and on smartphones, tablets and Blackberries as well as on laptops and other computers. Catalogs of courses are conveniently arranged by system, technician level, manufacturer and more.

Those who would like to see what MCI LMS can do for them should email training@mcicoach.com. The online system is currently being offered free of charge to MCI and Setra operators.

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E YO U M I S S E D I T. A S S E E N I N T H E D EC E M B E R I S S U E O F B U S R I D E M A I N T E N A N C E

Parts & Service

Parts inventory management

By MCI Parts, Service and Support Business Parts inventory management can make or break the efficiency of a maintenance shop. A technician’s ability to quickly locate a needed part or component often means the difference between extended downtime or a quick turnaround. Thankfully, there are some basic best practices that operators can employ to ensure their parts inventory management is as efficient as possible.

“It’s all about organizing the department; finding good vendor relationships; having a comprehensive management software; overcoming specific challenges; and knowing that quality is as important as pricing,” says Scott Crawford, Motor Coach Industries (MCI) technical training manager.

Overcome specific challenges To maintain optimal efficiency, operators must keep their eyes on a few in-shop factors: • Know usage rates. Have an adequate amount of parts available on the shelf and ready to go.

• Know part lifespans. Rubberized products, for example, start deteriorating upon production – stocking shelves with products that do nothing but sit can greatly reduce useable lifespan.

In short, don’t understock and definitely don’t overstock.

Unused parts mean wasted money.

“There are so many purchasing factors beyond price.”

Tie it all together All of these factors are more easily managed through a comprehensive maintenance software suite.

“Management software can tie together work orders and maintenance data to give operators a better picture of their parts inventories,” Crawford says. “If people don’t have that software, they often don’t have any way of physically tracking parts locations or orders.”

Maintenance management software can also provide an objective look at vendor performance, tracking whether or not vendors are honoring orders, delivering on time or meeting operator standards.

“Reports allow operators to hold vendors accountable,” Crawford says. “They give you solid proof of what vendors are really doing. If vendors are not performing how they’re supposed to, operators can deal with it while having all of the facts in hand.”

Good vendor relationships are key It’s important to get a reliable vendor with quality service.

When it comes to bus parts, there are so many purchasing factors beyond price.

“Parts quality is a huge consideration,” Crawford says. “I personally recommend that operators buy exclusively OEM or OEM-approved parts, and stay away from knock-offs above all else.”

Crawford points out that OEM parts assure mechanics of fit, familiarity and performance because they match those that came with coach when it rolled off the assembly line. While OEM parts tend to be more expensive, many offer the added value of a manufacturer’s warranty.

Crawford says that operators should research and rely on vendors who supply those OEM- or OEM-approved parts, noting that MCI aftermarket offers non-OE supplier parts only after testing them for form, fit, function and durability. MCI developed its value-priced, private-label Coach Guard® line using the same process, building relationships and warranty terms with each non-OE vendor.

That level of confidence is perhaps even more important as technology changes. Many coach owners seek to upgrade their older coaches so they can benefit from model improvements.

MCI is often able to engineer aftermarket parts for older coach models to keep them up-to-date, which often means increased reliability, durability and lifespans.

Organize the inventory “Smart operators organize parts by sections,” Crawford says.

“They know that all of their electrical parts are in one section, hydraulic parts in another, and so on.”

The physical layout of a parts department is no less important than the software used to manage it. Fast-moving parts should be located near the parts counter, for example, so that technicians aren’t wasting their time navigating the entire department.

Parts should be stored in a clean environment. Temperature control is preferred but not always available at smaller locations.

This series will continue in the November 2015 edition of BUSRide with, “Taking control of preventative maintenance.”

Scott Crawford serves as technical training manager for Motor Coach Industries, Des Plaines, IL. Visit them online at www.mcicoach.com. To get the full story, read the MCI eBook on www.busride.com/ebooks

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I N C A S E YO U M I S S E D I T. A S S E E N I N B U S R I D E M A I N T E N A N C E

Parts & Service

The merits of preventative maintenance

By MCI Parts, Service and Support Business In this day and age of rising expenses and tight profit margins, there is ample reason for fleet managers, even those with just one bus, to examine their preventative maintenance (PM) practices.

Have a plan If there are so many urgent repairs going on in your shop that you don’t have the time or money to do your preventative maintenance, you’re in trouble and it’s going to get worse. The trick with maintaining a fleet is to avoid this vicious circle in the first place. How can you do that? Have a preventative maintenance plan and make it your number-one priority to stick to that plan.

This is a challenge that will have to be met if you’re going to stay in business; it’s that simple.

But, you might ask, if you have a brand new bus what could go wrong? It’s under warranty, you say? Yes, newer is better, but should you neglect mandatory things like drive train oil changes, you could be in for a rude shock. It’s not unheard of for engine, transmission and axle manufacturers to demand maintenance records if they see evidence of poor maintenance resulting in a failure. In some cases, you could even be refused those repairs under warranty, and that could sting for a long time.

Usually it won’t come down to anything that dramatic.

However, delaying or neglecting PM will dictate that you’re just going to pay for breakdowns and repairs sooner and more often.

More than just oil changes Good PM goes way further than merely an oil change and a lube job. Think of your coach as an active preservation project.

Consider your equipment as irreplaceable, and instill every attitude and take every step to further those objectives.

Scheduling a routine PM cycle can also mean all of your service parts and fluids are on hand and waiting. This will help keep the coach out of service for shorter periods and keep the shop turnaround times shorter.

Making it happen So, now that you’re sold on preventative maintenance, what does it take to make it work? It takes a plan. That plan can take the form of a computer program, or it can be done on paper using log books or file folders, supplemented with a simple chalk board. Every maintenance action taken on every vehicle should

be carefully recorded, but there has to be a plan. Looking at section 10 of MCI’s maintenance manuals will provide much of what is needed as far as the basic requirements, but to take things further, one should consult with one’s engine and transmission distributors for the latest PM requirements.

An example of a PM requirement is Service Bulletin 3039.

Caterpillar requires thrust washer end play to be checked at every oil change interval or 10,000 — 12,000 mile intervals on all coaches configured with a C12 or C13 engine and a ZF transmission. Consider using oil analysis at every oil change to detect problems, preventing unneeded down time.

Preventative maintenance training may be available for the technicians doing the work. MCI’s training department offers on-line courses through the MCI Learning Management System (LMS) on various topics including preventative maintenance — https://training.mcicoach.net. You have to have an account created to utilize the LMS. If you do not have an account, contract the Training Department at training@mcicoach.com.

Paying for it — and making it pay So now you have a new chalk board and, some new log books, and the shop is all fired up about this new initiative.

The PM initiative must be budgeted and funded. The shop manager should be expected to furnish weekly or monthly staff reports to the management showing which objectives have been met or describing shortfalls. In smaller organizations, it may be helpful to farm out oil changes and lube jobs if workloads become oppressive; however, an inspection by an in-house employee is still highly important, and must be documented.

Your PM program will have to be encouraged and respected by every level of your organization and all the departments, especially at the leadership level. Without their active support, the initiative will fail miserably. All managers need to be flexible, reasonable and work to accommodate the group objectives.

Once you have it all in place, chances are, you’ll have far fewer of those urgent repairs and bad-for-business breakdowns. And in the end, your PM plan should more than pay for itself.

Visit MCI online at www.mcicoach.com. To get the full story, read the MCI eBook on www.busride.com/ebooks.

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PR O D U C T S & S ERV I C E S

PUBLICATIONS & PARTS MANUALS

GUEST ACCESS NOW GIVES PARTS, MAINTENANCE, SCHEMATICS AND OPERATOR MANUAL INFORMATION TO ALL Guests to MCI’s website can now access a wealth of online content, including coach schematics, operator’s and maintenance manuals, and a detailed parts catalog—all without establishing or using an online Parts Store account. Logging into the site with a Parts Store account additionally offers parts ordering capability.

information. Those who don’t have their VINs can still search by model and year. Online parts catalogs cover about 10 years of MCI model production.

Designed to be intuitive and mobile-friendly, the Active Publications and Parts Manual area of the www.mcicoach.com site makes simple work of finding parts. Customers who know their VINs can easily navigate through a series of menus to find exact parts and installation

“It’s more accurate, up-to-date and userfriendly, with VIN search capability,” says Paul Fazio, Director of Product Development.

“And now it gives anyone quick access to that information. When it comes to ease of use and interactivity, I think we’re leading the way.”

Those who have already been using the system for years will also notice improvements to the site, which went live Nov. 1.

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“We want to give customers unprecedented access to coach-related information as well as make it easy to buy parts,” says Fazio. “We want to make it even easier to maintain and troubleshoot MCI coaches.”

Because the site works on mobile devices, technicians can use it to access technical information where they need it, right in their own maintenance facilities. The same menus that offer parts and schematics also include detailed installation and service information.

Fazio also encourages both registered users and guests to take advantage of the feedback section of the site. Says Fazio, “We’re always looking for ways to improve.

Suggestions are welcome, and it’s a good way to get hold of us.” 

In the future, Fazio envisions incorporating product improvement and service bulletins and other documents into the site to give technicians and others a one-stop resource.

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I NCAS

National Bus Trader The Magazine of Bus Equipment for the United States and Canada Volume XXXVIII, No. 11

October, 2015

Serving the bus industry since 1977.

Visit us at www.busmag.com.

Reprinted with permission of National Bus Trader.

• MCI and Setra Celebrate Three Years • Getting a Lift • How Far Away are Driverless Buses?

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S E Y O U M I S S E D I T . A S S E E N I N T H E O C T O B E R I S S U E O F N AT I O N A L B U S T R A D E R

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arly July of 2015 marked the third anniversary of the ongoing partnership where MCI assumed responsibility for the sales and service of Setra coaches in the United States and Canada.

Some of the more inventive industry members have suggested that this involves adding the princess of the European market to the same product line as the workhorse of the American market. But now, with three years behind us, we can see all of the improvements in sales, service and support that have made this partnership work.

MCI and Setra Celebrate Three Years of Partnership

The Setra Heritage Historically, the Setra has strong ties with North America. When the Trailways operators were looking for their own 40-foot coach to compete with Greyhound’s Scenicruiser, they turned to Kässbohrer in Ulm, Germany. That first Eagle of 1956 and the following order were technically early Setras. While production moved to other locations, those early Setra-Eagles developed an enviable reputation on this side of the Atlantic.

Modern Setra coaches today are regarded as the leading charter and tour coach in Europe. The name “TopClass” is actually appropriate since Setra leads the European competition in several areas including handling and reputation as well as customer and curb appeal. Since Kässbohrer was already selling snow-grooming equipment in the United States, they began offering Setra coaches here in 1984. Due in large part to offering the new coaches with American configuration, Setra became the leading imported coach for several years.

Daimler acquired the quality Setra product line and combined it with their Mercedes-Benz buses under the EvoBus name in 1995. This resulted in several changes. The former Kässbohrer transit bus product line was discontinued since Mercedes-Benz already had a line of transit buses. Production was moved to a new state-of-the-art factory in Neu Ulm, across the Danube from the old plant.

In addition, Setra coaches were now framed up at the Mercedes-Benz bus factory in Mannheim. A major reason for this move was the ability to submerge frames in their rust proofing vat system to reduce corrosion. However, the frames were then sent by rail to the factory in Neu Ulm to take advantage of the traditional Setra high-quality fit and finish. In fact, some Mercedes-Benz buses are also finished at Neu Ulm to take advantage of this quality finishing.

The Setra product line in the United States and Canada was updated with the new and wider TopClass S 417 model in 2003. At the United Motorcoach Association Motorcoach Expo in Tampa in January of 2011, a second Setra model was introduced 14 • National Bus Trader / October, 2015

by Larry Plachno Photos courtesy of MCI unless indicated The MCI-Setra partnership recently celebrated the completion of its first three years. MCI has been very busy since it took on responsibility for Setra sales, service and support in the United States and Canada. In addition to stocking and marking Setra parts available, MCI has also made major advances in the areas of Setra support and training.

to their American product line. This was the ComfortClass S 407 that offers the traditional Setra premium performance at a value price.

The Mercedes OM471 engine, a joint development of Detroit Diesel and Mercedes, is used to power both of these coaches.

The MCI-Setra Partnership With the discontinuation of the Orion bus brand in 2010, Daimler began to restructure its North American bus operations. The Sprinter, once sold under the Dodge and Freightliner names, was moved to a new division under the Mercedes name. Later, the Setra bus product line moved to MCI in mid-2012. It was an obvious positive move for both partners since the Setra was an appropriate addition to the MCI product line while MCI had the

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sales, support and service that was desirable for the Setra product line.

Since that time, MCI has been busy successfully expanding their existing sales, support, parts and service to also include the Setra coaches. While there have been a multitude of improvements and programs, one of the most obvious has been a unified sales team. MCI combined its private, public and Setra new coach sales teams into one single group led by Patrick Scully, who was named the executive vice president of sales and marketing for MCI. Now, the same sales team can sell all products to both private and public sector customers.

What was probably the most difficult and most important of the improvements was in expanding MCI parts and related

I NCAS support to also cover the Setra product line.

Wolfgang Winzer, the vice president and general manager for aftermarket business, deserves credit for much of this. In addition to bringing in Setra parts to the main parts facility in Louisville, Setra parts were also stocked at some of the MCI regional centers.

All of this included working closely with Setra’s OMNIplus system in Europe to make sure that MCI had the right parts and a sufficient number of parts in stock. The work expanded to also making sure that MCI could handle warranty and tech issues efficiently. In order to make sure and guarantee that things were moving along, MCI put together a dedicated 10-person customer service support team for the Setra product line. This has expanded into newsletters for Setra coach owners and even an annual breakfast event.

Another challenge was incorporating the Setra product line into MCI’s training and technical support system. One of the major technical developments in this area was the new Learn Management System (LMS) put together by Scott Crawford, MCI’s technical training manager.

This online system is enormously versatile because the usually short but highly directed modules can be used individually or combined into a learning program unique to each operating company. The modules include a knowledge quiz at the end and can generate certificates for those who pass.

MCI’s Learn Management System can be customized for each account. Company

The Setra TopClass is appropriately named since it is the acknowledged leader in the European market. Setra’s S 417 model was introduced to the American market in 2003 and has subsequently received numerous improvements. Power for the Setras is provided by the OM471 engine, a joint development of Detroit Diesel and Mercedes.

owners and their maintenance directors can create a unique training program geared to their individual needs by selecting the modules that will benefit their staff or skipping those that are not necessary or cover ground they are already familiar with. The system will keep track of whether the technicians are keeping up with taking courses, how many have been taken, which are overdue, their test scores and how many tries it took to pass a quiz.

Joining the U.S. and Canadian product line in early 2011 was the ComfortClass S 407 product.

It offers many similar features to the TopClass S 417 but in more of a “bread and butter” package. This photo shows the S 407 introduced at the UMA Motorcoach Expo in January of 2011 in Tampa. NBT.

Crawford says: “It is structured in such a way that you can create a career path for a technician, by level, to guide technicians who want to advance. It is very user-friendly and feedback has been very positive.”

MCI’s Learn Management System now offers more than 200 individual training modules for both MCI and Setra coaches.

Most of them are less than 15 minutes in length and cover virtually all of the systems and components found on MCI and Setra coaches. The library will continue to grow as technology advances and more modules are added.

The Learn Management System is available at no charge to MCI and Setra customers. Already more than 1,200 accounts are using the system and about 300 of these are drivers. While most of the modules provide information for technicians, several are designed for drivers and other company staff.

What the Customers Say A recent FYI Newsletter from MCI quotes operators who are pleased with their Setra fleet and the transition to MCI.

38 16 • National Bus Trader / October, 2015

Steve Abegg, the president of Journey Lines in Lynnwood, Washington, says he purchased his first Setra at an auction in 2002. He mentions that the decision to purchase the coach was originally based on its good looks and solid powertrain. He says, that once he and his team got behind the wheel they were hooked. “We really liked how much power it had and how

E Y O U M I S S E D I T . A S S E E N I N T H E O C T O B E R I S S U E O F N AT I O N A L B U S T R A D E R smooth it rode and how well everything worked. And we started buying more Setra coaches over the years,” says Abegg.

Today the company operates 20 Setra coaches ranging in age from only a few years to 20 years old.

Abegg related his concern over the Setra transition to MCI. But, he says that he has been well served by Technical Solution Manager Jim Walls, and he credits Jeff Elliott with having a vast store of Setra technical knowledge.

Although he and his mechanics already know their Setra coaches well, they have nevertheless been happy to take advantage of MCI’s Setra webinars and handson Technical Tune-Ups. He has also tapped the MCI Service Center in Winter Garden, Florida, which MCI added to its network when it acquired the Setra distribution rights.

Another Setra customer who commented was Yani Concha, the vice president of Jet Set Line in Orlando. He has purchased Setra coaches for about 10 years and notes their

One of the major reasons for Setra’s leadership is its appeal to drivers. Its superb ride, handling and suspension is unmatched. The Setra is also highly regarded by passengers for these features plus other passenger amenities. NBT.

luxury and great ride. They currently make up about half of the fleet.

“We and our customers both love them,” says Concha. “They’re beautiful coaches and very luxurious, and they have a fantastic ride. Concha says that their Setra coaches have helped his company stand out in a crowded field. “It has helped differentiate us from the competition. People consistently refer to Setra by name or by sight. Those are coaches they request.”

In talking about the Setra brand reputation for having somewhat complex components, Concha responds. “Our technicians know the coach well, and we’ve figured out how to work with its HVAC and other systems. We’re confident in the product.”

The Latest Improvements Now at the three-year mark, MCI and Setra have introduced a round of improvements on both Setra coach models. Another development has been the introduction of a new brand claim: “Setra. The Sign of Excellence.” This reflects Setra’s obvious top position in its own European market and the availability of those same impressive features on the American market.

The latest new features on the TopClass S 417 include the new Setra Voyage Ambassador seats. These replace the Setra Voyage Supreme and will become standard with the 2016 model year. Also changing with the 2016 model year will be Bridgestone tires replacing Firestone. Starting with February of 2015, new outlets are provided with dual USB ports.

Several bus operators bring Setras into their fleet in order to differentiate themselves from the competition. The appearance, ride and passenger amenities make Setras stand out. In today’s competitive environment, being different and being better can make a big difference.

In addition, the Virtual Technician for DDC engines will now be standard with the 2016 model year. Also starting with the new 2016 model year the Media Panel (VGA and stereo audio) will be standard on all units.

MCI will now be offering attractive and competitive price points for inventory and new units.

Meanwhile, there is also a list of improved features on the ComfortClass S 407 models. The S 407 will now have the Braun wheelchair lift for better fleet compatibility. The S 407 will sport an updated interior with new fabrics. Now standard equipment is a high capacity 45 KW air-conditioning system. The ComfortClass S 407 will be available at some amazingly competitive price points for new units even with a lift included, while featuring many common components as the S 417 for easy operations within a fleet.

Setra’s Special Features

39

The Setra will continue to offer its list of special features that do a lot to set it apart from other models and provide a fleet that National Bus Trader / October, 2015 • 17

I N C A S E Y O U M I S S E D I T . A S S E E N I N N AT I O N A L B U S T R A D E R makes you different from your competition.

These features include the second door option with lower level restroom, the optional club corner seating, the impressive TopSky glass roof option and the rear window.

Brent Maitland, MCI’s vice president of marketing and product planning points out these special features. “Setra TopClass S 417 offers individualized options that allow differentiation, including a new second door, TopSky roof, rear window and club corner seating. When customers see the new inte-

rior, they will be wowed by the new Voyage Ambassador seating in full leather. Setra’s new branding, ‘The Sign of Excellence,’ speaks to the model’s design, performance and position as the world luxury leader; and MCI is always-by-your side service is how we are caring for Setra customers, which is critical for every premium brand. The investments MCI and Setra are making in the product and support clearly shows a strong commitment and should give our customers great confidence in the brand’s strength in the U.S. and Canada.” ❑

With the center door option, the rear of the Setra can be turned into this club corner seating. The back window turns the rear of the coach into a desirable gathering place. In addition, the optional TopSky glass roof improves sightseeing and makes the coach lighter and brighter. NBT.

From the October, 2015 Issue of

National Bus Trader 9698 W. Judson Road Polo, Illinois 61064

Phone: (815) 946-2341

The Setra offers several unique and different features. Noteworthy is the optional middle passenger door and lower level restroom. In addition to providing a second door for entry and exit, this opens up the rear of the coach for passengers.

Fax: (815) 946-2347

Website: www.busmag.com The Magazine of bus equipment for the United States and Canada.

Founded in 1977 40

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41

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Set to a Higher Standard

Embrace the confidence and pride of ownership. Experience the excellence and precision of driving. Enjoy the comfort and safety for the traveler.

Encompass the reliability and dedication to service. It starts with Setra TopClass S 417, custom tailored luxury, German engineering. Read more, get more, and see more at setra-coaches.com.

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